以通用設計探討中高齡者ATM操作之介面設計研究

The Research of ATM Interface Design for Middle-Aged from the Universal Design

周蓓珍(Pei-Chen Chou)

指導教授 ： 吳志富

大同大學/設計學院/工業設計學系所/碩士(2009年)

摘要

自動櫃員機(Automatic Teller Machine, ATM)操作介面普遍缺乏親和性，對於因身體機能逐漸退化的中高齡使用者而言無疑是一大難題，為減低中高齡者操作時的挫折感以提高使用意願，設計以中高齡者適合的操作介面是有其必要性。
本研究經由先期實驗了解中高齡與青壯年在操作ATM時的共同困擾以及差異，並使用通用設計ppp量表，檢視國內ATM介面通用化的程度。實驗顯示中高齡使用者對於ATM的「公平性」、「靈活性」、「易操作性」以及「易感性」四項通用設計原則皆有高度不認同；而在「平等使用」、「消除不安」、「彈性回復」、「清楚的畫面顯示」、「直覺使用」及「適切的配置」選項，兩族群有顯著差異性。藉由前測結果，本研究歸納以按鍵設計、操作指示流程及頁面配置三個設計要素，提出兩款適合中高齡使用之 ATM操作介面，並與現有郵局ATM介面進行比較。結果顯示：(1).在按鍵設計方面，中高齡較偏好圓形按鍵；按鍵應集中排列；轉帳、轉帳繳款等同質性選項應以群組方式處理。(2).在操作指示流程方面，確認頁面盡量維持在一頁減少操作步驟；增加逾時提醒畫面讓操作時間得以緩衝；文字或色彩使用需有一致性；增加回復的彈性機制以免重新操作浪費時間。(3).在頁面配置方面，背景以簡單為原則；藍底黃白字的搭配較受歡迎；標題及重要內文以36級中黑字型提升易讀性；圓弧形的按鍵排列增加設計感；轉帳確認頁面分左右區塊呈現清楚明瞭。

關鍵字

中高齡 ； ATM介面 ； 自動櫃員機 ； 通用設計

並列摘要

It is universally acknowledged that the interface of ATM（Automatic Teller Machine）is generally lack of friendliness. It's especially difficult for the middle-aged users who suffer from the degeneration of bodily functions to use an ATM. Therefore, it is necessary to design a suitable interface for the middle-aged users in order to reduce the frustrations and to enhance the will of use of an ATM.
Via preliminary experiment, the research investigates the current difficulty and differentia of the ATM usage of young-adult users and middle-aged users, and examines the level of universality of domestic ATM interface by using the PPP meter（Product Performance Program, PPP）of Universal Design. It shows in the result of the experiment that the middle-aged users are generally disagree that the current ATM coincide with the four Universal Design principles of “Equitable Use”, ”Flexibility in Use”, ”Simple and Intuitive” ,and ”Perceptible Information”, while there are conspicuous difference between the middle-age users and young adult users for the above-mentioned items on the principle of ” Fairness”, “Ease Agitation”, “Flexible Recovery”, “Clear Screen Display”, “Intuitive Use” and “Proper Allocation”. Through the result of preliminary experiment, the research provides 2 different designs of ATM interface for the middle-aged users based on three design factors of “Keystroke Design”, “Operation Flow Instruction” and “Page Allocation”, and compares both designs with the current ATM used by post office.
The research concludes that: (1) On “Keystroke Design”, the middle-aged users prefer round keystroke; Keystrokes should be concentrated in an area and be in a same shape; the similar function buttons like “Transfer” and “Transfer for Payment” shall be put in a same group. (2) On “Operation Flow Instruction”, confirm screens should all be on a same page to decrease the steps; add over-time alert to extend the time of operation; Text and color usage shall be consistent; add the function of flexible recovery to prevent from unnecessary repeated operation. (3) On “Page Allocation”, the background shall be as simple as possible, and it is preferred to use blue background with yellow or white font; the font of titles and important contents should be in size 36 or above in order to enhance the readability; arc array of buttons will improve the sense of design; It is clear that the confirming page of transfer is separated into left and right side.

並列關鍵字

Universal Design ； middle-aged ； ATM interface ； ATM

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